About this role
Digitide started with a simple vision: to transform business operations and drive growth for enterprises across the globe.
For over 20 years, we’ve been at the forefront of this mission, creating lasting impact through AI-led digital solutions, smart business processes, and deep industry expertise. Our journey began as a partner to businesses looking to enhance operational efficiency and customer experiences. By combining the power of AI, data intelligence, and business process services, we’ve been able to help our customers master the digital age and stay ahead of the curve.
With a global presence across 40 locations in 5 countries and a team of 55,000 dedicated associates, we deliver transformative solutions that help businesses adapt, evolve, and thrive in a constantly changing world. We’re more than just a service provider we’re a committed partner driving meaningful impact every day. We leverage global expertise and local insights to help customers navigate challenges and seize new opportunities. With a focus on innovation, collaboration, and results, we continue to pave the way for the future of business.
As the Team Leader Collections, you will play a vital role in managing and guiding a team of Customer Care Executives. Your primary focus will be to oversee the collections process, ensuring timely and accurate resolution of customer inquiries and complaints. You will be responsible for maintaining a positive and productive work environment, fostering a culture of collaboration and continuous improvement.
• Lead and mentor a team of Customer Care Executives, providing guidance and support to ensure high-quality customer service. • Oversee the collections process, including handling customer inquiries, resolving complaints, and providing accurate information. • Implement and monitor performance metrics to evaluate team efficiency and identify areas for improvement. • Conduct regular team meetings to discuss performance, provide feedback, and address any concerns or challenges. • Collaborate with other departments to ensure smooth operations and effective communication regarding collections. • Train and develop team members, providing them with the necessary skills and knowledge to excel in their roles. • Ensure compliance with company policies and procedures, as well as regulatory requirements, in the collections process. • Maintain a positive and professional image of the company by promoting a customer-centric approach. • Stay updated with industry trends and best practices in customer care and collections, and implement innovative strategies. • Work closely with the management team to develop and execute strategic plans for the Collections | FOS department.
• A minimum of 3 years of experience in a leadership role within a customer care or collections environment. • Strong knowledge of customer service principles and best practices, with a proven track record of successful team management. • Excellent communication and interpersonal skills, with the ability to build and maintain positive relationships. • Analytical thinking and problem-solving abilities, with a focus on finding efficient solutions. • Proficiency in using customer relationship management (CRM) systems and other relevant software. • Ability to work independently and manage multiple priorities in a fast-paced environment. • Strong organizational skills and attention to detail. • A customer-centric mindset, with a passion for delivering exceptional service. • Willingness to learn and adapt to new technologies and industry trends. • A positive and motivating leadership style, with a focus on team collaboration and development.